FInd group based on member(s)

We are group-driven, but often need to find a group based on an individual we know in the group. It would be good to be able to search a group based on a member (or members) to present a list to select from, as part of the group search.

I'll add some use cases for this, which I would think are very typical for any Service Desk team:

The Service Desk receives a call about an urgent issue. They know that John Smith is the analyst that needs to assist with this, so they follow their procedures to call John to start working on it right away. The procedures are to assign the ticket directly to John, since he is now working on this urgent issue. John is a member of 5 different 'groups', and they cannot remember the name of the group that is most appropriate for this issue. So they want to be able to assign it to John, and then click the link on the group field to see what groups he is a member of, and then select the appropriate one.

Another use case: A ticket has been assigned to a 2nd level team. Mary is working on it, and she calls Joe on the Telecom team to discuss the issue. Joe says it looks like a telecom issue, so he tells Mary to route it directly to him and he'll work on it right now. Mary doesn't know what the group name is for the Telecom team, but knows she needs to get this ticket to Joe.

We already have good filtering on forms, where if you enter the group member (Assignee) it only shows the relevant groups; or vice-versa. What I am thinking is the potential/value to a CA product enhancement to look up a group based on a single member. There are occasions to look up a group, without being in the midst of a “ticket.”

Sorry, Sam. I misunderstood. But can I ask how you are accomplishing the 'group' filtering on the form?

Gutis: My analysts aren't going to want to use an additional search argument. Our workaround was to have an excel spreadsheet on the server that is updated daily with the analyst names and their groups, then we added a link on the ticket screen to open the spreadsheet. This was better than telling them they had to go back to the main screen, click on search/contacts, find the contact, click on the contact, then click on the groups tab.

It’s been so long I have to look it up; and we really only have contact filtering – and I can’t recall if this is OOTB. When you put in a group, the Assignees are then limited to the members of that group. We are looking to do it the other way as well on tickets – that is, put in a name, and limit the groups display to those where they are a member.

Last, add a field on the Group search to enter a contact name (this is more a reference function) and add a field on the Contact search to enter a group of which the Contact is a member.

Yes, filtering the assignees to only show those in the group is OOTB. It's the other way around that I'm looking for too, and I thought that's what this idea was posted for. I also found this idea from back in 2012, that I had already previously posted my agreement on: Group Dropdown for Assignee